docMD:docMD:

Eric H. Schnell (schnell.9@osu.edu)Eric H. Schnell (schnell.9@osu.edu)Associate ProfessorAssociate ProfessorHead, Information Technology Head, Information Technology Prior Health Sciences LibraryPrior Health Sciences LibraryThe Ohio State UniversityThe Ohio State University

(DOCument Mediated Delivery)

docMD is funded through support by the National Network of Libraries of Medicine, Greater Midwest Region. Ohio State University project number 743202

docMD GoaldocMD Goal

“ “ To establish an electronic To establish an electronic document delivery service for document delivery service for hospital libraries that are unable to hospital libraries that are unable to support such a service themselves support such a service themselves due to limited human, financial, or due to limited human, financial, or technical resources “ technical resources “

docMD ObjectivesdocMD Objectives

Establish a mediated direct-to-Establish a mediated direct-to-customer document delivery service customer document delivery service for hospital libraries for hospital libraries

Identify the costs involved in providing Identify the costs involved in providing such a service such a service

Develop a model for use by other Develop a model for use by other resource libraries in other regions of resource libraries in other regions of the country the country

Why docMD?Why docMD?

IDD Reduces telecom costs IDD Reduces telecom costs (Landes ’97)(Landes ’97)

IDD Reduces turnaround timeIDD Reduces turnaround time1986: 13.76 days (Budd)1986: 13.76 days (Budd)1999: reduced to 2.52 (Sellen)1999: reduced to 2.52 (Sellen)

Web delivery reduces supply costsWeb delivery reduces supply costs(Weible ’02)(Weible ’02)

Barriers to Hospital Barriers to Hospital Library IDD Library IDD ImplementationImplementation

Firewalls (McKnight 2001)Firewalls (McKnight 2001) communication portscommunication ports network authoritynetwork authority

Workflow / staffing (Jackson 1993) Workflow / staffing (Jackson 1993) Access to technical staffAccess to technical staff Fiscal resourcesFiscal resources

How docMD Jumps these How docMD Jumps these BarriersBarriers

Firewalls Firewalls a common communication port is used (80)a common communication port is used (80)

Workflow / staffingWorkflow / staffing DOCLINE processing remains the sameDOCLINE processing remains the same Less physical processing of documentsLess physical processing of documents

Access to technical staffAccess to technical staff Essential technical staff at mediation centerEssential technical staff at mediation center Little technical site support neededLittle technical site support needed

Fiscal resourcesFiscal resources GMR supportedGMR supported

docMD Delivery ModeldocMD Delivery Model

Local Library

Customer

DOCLINE

Lending “A” Lending “B”

Scans/Sends though IDD Scans/Sends though IDD

docMD

Web Server

Email with docID#

Email Alert

Survey ToolsSurvey Tools

Project Librarian SurveyProject Librarian Survey Technical Survey (Lib / Cust)Technical Survey (Lib / Cust) Attitudes Survey (Cust)Attitudes Survey (Cust) Turnaround Time StudyTurnaround Time Study

docMD StatisticsdocMD Statistics (as of Sept 2, (as of Sept 2,

‘04)‘04)

406 registered customers406 registered customers 3111 documents processed3111 documents processed ~15% have gone unviewed~15% have gone unviewed >40% sent to the librarian >40% sent to the librarian <1% required reposting<1% required reposting <1% alternative distribution<1% alternative distribution <1% posting failures<1% posting failures

docMD StatisticsdocMD Statistics

Average document processing time: Average document processing time: 1 minute 1 minute

Average number of documents requiring Average number of documents requiring follow up: 1 per week follow up: 1 per week

Percentage of documents arriving upside Percentage of documents arriving upside down: 20% -> 1%down: 20% -> 1%

Number of customers contacting docMD Number of customers contacting docMD central regarding difficulty in central regarding difficulty in

downloading downloading a document: 1a document: 1

Turnaround TimeTurnaround Time

Pre – docMD: 6.53 days (max 19 Pre – docMD: 6.53 days (max 19 days)days)

Post – docMD: 3.11 days (max 9) Post – docMD: 3.11 days (max 9)

FeedbackFeedback

“ “Our docs are always so delighted when Our docs are always so delighted when personalized mail arrives for them.” personalized mail arrives for them.” one has a “raft of administrators tooling one has a “raft of administrators tooling past his office wanting to know how his past his office wanting to know how his articles were retrieved electronically. articles were retrieved electronically. They believe that he magically pulled They believe that he magically pulled them up all by himself. “them up all by himself. “

“ “another test subject… has been running another test subject… has been running around Nursing telling people…” around Nursing telling people…”

Issues:Issues:

Geography: Project leaders / librarian Geography: Project leaders / librarian face-to-face contact difficult face-to-face contact difficult

Geography II: Difficult if not impossible Geography II: Difficult if not impossible to organize group trainingto organize group training

Geography III: Email helps. Phone is Geography III: Email helps. Phone is more effective but more time more effective but more time consuming consuming

Issues:Issues:

How docMD is implemented at a site is How docMD is implemented at a site is dependent on the hospital librariandependent on the hospital librarian

Level of participation is dependent on Level of participation is dependent on the marketing performed by the the marketing performed by the hospital librarianshospital librarians

Too much hand-holding or separation Too much hand-holding or separation anxiety?anxiety?

Issues: FundingIssues: FundingPay-to-Play (1)Pay-to-Play (1)

Each hospital pays a fee based on scale determined by the Each hospital pays a fee based on scale determined by the number of documents they normally process through DOCLINE number of documents they normally process through DOCLINE in relation to other participants in a tiered fee schedule. in relation to other participants in a tiered fee schedule.

Pay-to-Play (2) Pay-to-Play (2) Each hospital pays a per-document fee based on the actual Each hospital pays a per-document fee based on the actual

number of documents they process using docMD and is billed number of documents they process using docMD and is billed on a quarterly or annual or per-document basis. on a quarterly or annual or per-document basis.

Subsidized (1)Subsidized (1)Each NNLM region establishes funding opportunities for resource Each NNLM region establishes funding opportunities for resource

libraries to support a docMD service for their resource area. libraries to support a docMD service for their resource area. Resource libraries apply for the available awards. Resource libraries apply for the available awards.

Subsidized (2)Subsidized (2)Each NNLM region provides a funded mandate to each resource Each NNLM region provides a funded mandate to each resource

library to establish a docMD service in their area. library to establish a docMD service in their area. Benevolent Benevolent

Any library can provide the service but supports it using their Any library can provide the service but supports it using their individual operating funds and can pursue reimbursement from individual operating funds and can pursue reimbursement from the participants.the participants.

Expanding the Concept:Expanding the Concept:OhioDOC OhioDOC

Establish a direct-to-customer Establish a direct-to-customer electronic electronic document delivery document delivery service for all service for all OhioLINK libraries. OhioLINK libraries. Establish a system for centralized Establish a system for centralized electronic electronic document delivery document delivery distribution distribution Establish electronic document delivery Establish electronic document delivery

services in libraries without themservices in libraries without them Create workflow efficiencies Create workflow efficiencies

Current Direct to Customer Current Direct to Customer Processing ModelProcessing Model

Local Library

Customer

OCLC / DOCLINE

Ohio Lending “A” Ohio Lending “B”

Scans/Sends though IDD Scans/Sends though IDD

EDD

Web Server

OhioDOC ModelOhioDOC Model

Local Library

Customer

OCLC / Docline

Ohio Lending “A” Ohio Lending “B”

Scans/Sends though EDD Scans/Sends though EDD

OhioDOC

OhioDoc Model ExpandedOhioDoc Model Expanded

Local Library

OCLC / Docline

Ohio Lending “A”

Customer

EDD

Web Server

Ohio Lending “C”

Ohio Lending “B”

Ohio Lending “D”

Ohio Lending “E”

Current Direct to Customer Current Direct to Customer Processing ModelProcessing Model

Ohio “A” Ohio “B” Ohio “C”

Process Process Process

Web Web Web

OhioDOC Processing ModelOhioDOC Processing Model

Ohio “A” Ohio “B” Ohio “C”

Process Process Process

Web Web WebWeb

OhioDOC ExpectationsOhioDOC Expectations

Lending libraries still scan and process Lending libraries still scan and process documents intended for OhioLINK documents intended for OhioLINK librarieslibraries

Borrowing libraries would no longer Borrowing libraries would no longer receive and process documents receive and process documents coming from OhioLINK lending coming from OhioLINK lending libraries libraries

Thanks! Thanks!

E-mail:E-mail: schnell.9@osu.eduschnell.9@osu.edu

Project:Project: docmd.med.ohio-docmd.med.ohio-

state.edustate.edu